Patricia has been passionate about service since she can remember and finds true joy in serving customers. She started her career in management consulting, having led several large customer transformation projects, and at some point, decided to move into managing the customer service operations she had helped transform. She loves the sheer rhythm and intensity of an operation project but also strives in strategic discussions on future trends and directions, from profiling the customer of the future to shaping the future of services and service workforce. Patricia believes the mission of customer service is not only caring for customers and helping them succeed but also amplifying their voices and championing their needs within the wider organization in a way that is compelling and generates movement.